Digital Operations Manager - 39 hours
Full-time

Pets at Home Group Plc is the UK’s leading pet care business; our commitment is to make sure pets and their owners get the very best advice, products and care. We have over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. Our business is fast-paced, innovative and fun and it's our people that make the real difference. This is a fantastic opportunity to come and work for an award winning company who put people at the very heart of everything they do.

About This Role

We are looking for a dynamic and detail-oriented Digital Operations Manager to join our team at Pets at Home. In this pivotal role, you will support and maintain the day-to-day running of the Pets at Home digital experience. You’ll work with in-house colleagues to maintain performance and availability of the website and take a hands-on approach to the day-to-day website administration. Relationship management and great communication skills are key, as you will work cross functionally with key stakeholders to ensure stability & performance of the website through key trading periods.

You’ll be obsessed with providing a World Class customer experience, and work with relevant teams to remove points of friction in the customer journey and demonstrate tangible actions to improve the customer experience. When issues arise you will lead in triaging the diagnosis and solution, as well as following up by identifying preventative measures.

Most importantly, you’ll be adaptable and approachable, and excel in managing and maintaining relationships with partners and internal teams.  You’ll put the customer at the heart of everything; and thrive in a fast-paced environment, where problem solving & resilience are key.

This is a ‘hybrid’ role, so involves working two days per week from our Support Office in Handforth (Cheshire).

Main Responsibilities

• Operational Oversight:
  • Lead the management and optimisation of the platform's operational processes to ensure efficiency and scalability.
  • Monitor key metrics and performance indicators, identifying areas for improvement, working collaboratively to implementing necessary changes.
  • Act as the point of contact for key 3rd parties.
• Issue Triage, Management & Resolution:
  • Collaborate with IT Support and Development teams to resolve technical issues and implement site improvements.
  • Triage the prioritisation of operational defects and feature requests, working with key stakeholders to feed a consistent and consolidated view of requirements into the relevant Product squads.
• Analytics and Insights:
  • Utilise analytics tools to track and analyse platform performance metrics.
  • Identify potential gaps, and work with the Development teams to make sure increased reporting is in place.
  • Generate regular reports and actionable insights to support data-driven decision-making.

About your experience

• Proven experience (5+ years) in a digital operations management role within an ecommerce environment.
• Proficiency in analytics tools and the ability to interpret data to drive business decisions.
• Excellent organisational and leadership skills with a demonstrated ability to manage cross-functional teams.
• Experience in communicating technical concepts, questions and problems for non-technical stakeholders

• Strategic thinker with a proactive & collaborative approach to problem-solving.
• Detail-oriented with a focus on continuous improvement and operational excellence.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Why Join Us?

At Pets at Home, you'll be part of a fast-paced environment where problem-solving and resilience are key. You'll work with a team that puts the customer at the heart of everything we do and supports you in delivering tangible improvements to the customer experience. If you're adaptable, approachable, and ready to take on the challenge of maintaining and enhancing our digital operations, we want to hear from you!

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!